Technical Support Analyst, SoftDent

Carestream Dental LLC; Northern (KY); Hybrid; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401(k) Employer Match

Paid Time Off

Annual bonus

Job summary

Carestream Dental LLC is seeking a Technical Support Analyst to deliver advanced technical support and customer service for a global dental customer base across SaaS platforms and select on-premise applications.

You will handle escalations, support dental professionals, and document resolutions while staying current with product changes and cross-functional teamwork to improve the support experience.

Qualifications

• High School Diploma or equivalent required.
• 2+ years’ experience in a Level 2 / second-line technical support role.
• Experience with SaaS platforms and on-premise applications.
• Ability to explain technical issues to non-technical users.
• Strong English communication skills.

Responsibilities

• Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications
• Handle escalations from internal teams, partners, and stakeholders
• Serve as frontline support for assigned customer groups
• Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions
• Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers
• Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
• Escalate issues to engineering or product teams with clear documentation and technical context
• Stay current with platform changes, enhancements, integrations, and legacy system considerations
• Create and maintain knowledge base articles, internal documentation, and self-service content
• Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
• Support chatbot and knowledge automation initiatives as assigned
• Collaborate closely with colleagues, managers, and cross-functional teams
• Demonstrate professionalism, empathy, and a customer-first mindset in every interaction

Skills

English – verbal & written

Logical reasoning

Analytical problem solving

Communication with non-technical users

Time management

Education

High School Diploma or equivalent

Degree-level education preferred

Tools

CRM software

Ticketing systems

Microsoft SQL

Web technologies

Job description

The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.

Key Responsibilities

• Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications
• Handle escalations from internal teams, partners, and stakeholders
• Serve as frontline support for assigned customer groups
• Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions
• Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers
• Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
• Escalate issues to engineering or product teams with clear documentation and technical context
• Stay current with platform changes, enhancements, integrations, and legacy system considerations
• Create and maintain knowledge base articles, internal documentation, and self-service content
• Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
• Support chatbot and knowledge automation initiatives as assigned
• Collaborate closely with colleagues, managers, and cross-functional teams
• Demonstrate professionalism, empathy, and a customer-first mindset in every interaction

Requirements

Required Skills & Experience

Core Competencies

• Strong verbal and written communication skills in English
• Logical reasoning and analytical problem-solving ability
• Ability to explain technical issues to non-technical users
• Effective time management and multitasking in live support environments
• Professional phone presence and strong listening skills

Technical Skills

• Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks
• Web-based application architecture
• Windows client and server operating systems (current versions)
• Basic networking concepts (DNS, connectivity, firewalls, latency)
• Integrated local and cloud application environments
• CRM and support ticketing systems
• Databases and Microsoft SQL (desirable)
• Web technologies and modern application stacks (advantage)

Domain Knowledge (Preferred)

• Dental terminology and practice workflows
• Dental insurance processing fundamentals
• Financial and billing concepts relevant to healthcare
• Experience working in regulated healthcare environments (plus)

Qualifications

• High School Diploma or equivalent required
• Degree-level education or equivalent experience preferred
• 2+ years’ experience in a Level 2 / second-line technical support role
• Demonstrated ability to learn new technologies and systems quickly

Total Compensation Range (including bonus): $48,000 - $52,000

Compensation Disclosure

Actual compensation packages take into account a wide range of factors, including but not limited to, skill sets, relative education and certifications, depth of experience and other business and organizational needs. The total compensation package for this position may also include medical/dental/vision benefits, 401(k) Employer Match, Paid Time Off, an annual performance bonus and/or other applicable compensation plans.

Locations

United States

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Carestream, and its subsidiaries, is an equal opportunity/affirmative action employer and does not discriminate on the basis of any legally protected status or characteristic.
If you need accommodation for any part of the employment process because of a medical condition or disability, please send an email to [e-mail] to let us know the nature of your request.